Partnering with health systems to continuously improve the Human Experience. Helping partners connect the employee experience, member experience, consumer experience and ultimately the patient experience in order to deliver quality, safe and equitable care.

•Responsible for organizational wide direction, development and implementation of service excellence programs and initiatives. •Utilize, integrates, and interpret HCAHPS data to assist organization in its improvement efforts, and promote optimal patient outcomes. Works collaboratively with Senior Management to develop strategic patient perception initiatives. •Developed and implemented educational programs for employees, medical staff and board members on patient perception of care. •Provide feedback and coaching to the care team in delivering high touch, service-oriented •Supports hospital initiatives in meeting core measures, patient safety and service excellence goals. •Continuously evaluate work process and design; understands role in ensuring quality/performance improvement, productivity, and service delivery to meet stake holder needs. •Developed patient high amenity offerings, continually assessing programs for potential improvements; considers and incorporates the needs of culturally diverse populations; ensures effective communication with patient and family regarding high amenity offerings and services provided• Helped develop quarterly Leadership Development Institutes to ensure leadership engagement• Introduced morning safety huddles to heighten situational awareness of patient safety which directly impacts patient experience